Support Services Analyst

Amplify

1d • $50,000 - $52,000

About The Position

A pioneer in K–12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 15 million students in all 50 states. For more information, visit amplify.com. Job Description: The Support Services Analyst is the first point of contact for customers seeking help with Amplify’s products and systems. This role plays a critical part in delivering a positive customer experience by resolving issues quickly, clearly, and empathetically. This position is a great opportunity for individuals with prior customer service experience who are technically savvy. We’re looking for teammates who love collaboration, welcome feedback, and who are quick, eager, and confident when learning new things. Candidates should be encouraged to use approved AI-enabled tools to streamline workflows and enhance consistency across the customer experience.. We are looking for a candidate who excels in communication, demonstrating both warmth and empathy, to effectively assist our valued customers across multiple platform channels.

Requirements

• High school diploma or equivalent
• 1+ years experience using Google Suite products
• 1+ years experience working in the Customer Service field
• Proactively engage in new learning with confidence, have a growth mindset about your work and are receptive to feedback.
• Have excellent communication skills, both written and verbal.
• Can synthesize technical information clearly.
• Take pride in being a brand ambassador and delighting customers in every interaction.
• Have confidence in communicating with district/school personnel.
• Embrace AI as a tool to streamline workflows and enhance consistency with the customer experience
• Are a tech-savvy self-starter who can find solutions to challenges.
• Have a keen attention to detail.
• Demonstrate strong leadership skills and the ability to manage a contractor cohort
• Thrive in fast-paced environments with high-demands.
• Can adapt to day-to-day changes with ease.

Nice To Haves

• Bachelor’s degree in IT, Education, Business, or related field preferred.
• Experience in an IT/Help Desk Support environment
• Experience with CRM, chat, and telephony tools (e.g., Salesforce, TalkDesk)
• Computer proficiency using Apple/Macbook products

Responsibilities

• Provide high-quality, timely support to Amplify customers via incoming calls, emails, voicemail, and chat sessions across multiple platforms and systems
• Employ effective questioning techniques and strong attention to detail to validate the customer’s issue and provide an accurate, timely resolution with empathy
• Create and track support tickets for each issue with a high level of detail, log all contacts, properly categorize issues, and follow up appropriately
• Effectively manage a high volume of support tickets
• Research solutions to customer questions and problems using Amplify’s Knowledge Base and other available resources
• Manage a small team of contracted agents during peak onboarding season; support training, provide coaching, and handle discrete escalations.
• Review and approve timecards for contractors, monitor overtime, and ensure adherence to scheduled hours.
• Effectively collaborate and communicate with leadership and other team managers to share best practices and improve the overall performance of the Support Services team.
• Build a strong team culture that focuses on inclusiveness and cohesiveness.
• Develop expertise with Amplify’s suite of products and systems

Benefits

• Salary is only one component of the Amplify Total Rewards package, which includes a 401(k) plan, competitive health insurance and mental health options, basic life insurance, paid time off, parental leave, and access to best-in-class development programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED